SoloLearn used the first feedback to further work on the rules and the policy of the platform. The goal was to create an atmosphere free of bullying and discrimination. SoloLearn is an educational platform and it was and still is important for the team to create an environment where junior developers would feel comfortable to ask questions.
All the users who from now on had a status of moderators were not equal in terms of power. The hierarchy of moderators is still present on the platform.
All moderators can respond to the questions, edit or delete responses and questions, delete publications that violate the policy. But there are several differences:
- All the actions of a moderator should be approved by the moderators level Gold or Platinum.
- Gold moderators can block users if they consistently violate the rules.
- A platinum moderator can recruit new moderators from the active users of the platform.
- If a moderator gets a special status of a reviewer, he/she can go through the publications and edit content published in the Lesson Factory and Quiz Factory sections. Reviewers are chosen from the active members of the community, especially among those who were active in reviewing user content.
In some terms, a company outsources community management to the users and gave them the power and tools. All the moderators and admins work voluntarily without any financial motivation from the company's side. In-house managers
The only rule a company follows is «Supervise, not control». SoloLearn intervenes only in cases when one of the moderators asks for that or when one of the users sends a complaint. In those cases, an in-house moderator goes through the comments, evaluates the undertaken actions and makes a final decision.
An inner messenger is the main channel for communication with the moderators. In the early stage of the company, SoloLearn used Whatsapp and Discord. For the users, the company added a special tool to send complaints, the other option is a good-old email.
Basically, 2 in-house managers and one editor are managing the community of 13 million users. An editor works with reviewers (around 10 people). The managers curate moderators (around 70 people) and admins of interest groups. User-generated content
In this section, we are not talking about educational courses posted by the company. The programs are developed by 2 groups. One creates the content and courses, the other reviews and publishes it.